Client Support Manager, Burlington

Department: R&D Location: Burlington, ON, Canada

Responsibilities

Act as Customer Account Manager for large and small Evertz Customers

Manage Service Level Agreements and ensure all commitments are met

Obtain and organize all customer documentation and diagrams

Provide regular reporting for customer system performance and incidents

Lead recurring customer update meetings

Manage small teams of engineers, focused on customer related issues

Prioritize workload and delegate effectively to qualified resourcesEnsure team adheres to all approved processes and procedures

Act as an escalation point for EvTOC team

Facilitate escalations to the management and other internal Evertz teams

Plan, organize and lead customer project deployments

Lead continuous process improvement and ensure documentation is updated accordingly

Highlight training requirements and schedule resources accordingly

Oversee document repository and suggest improvements to simplify structure

Qualifications

Previous experience managing large projects with tight timelines.

Excellent oral and written communication skills and the ability to train and manage employees.

High level of interpersonal and customer skills to work with others, motivate employees, and assign work as required

Detail-oriented and results focused individual with a proven ability to manage multiple priorities with a demonstrated sense of urgency.

Computer aptitude with proficiency in Microsoft Office, Word, Excel, Outlook.

Detail oriented with strong analytical and problem-solving skills.

Technical Diploma/Degree or equivalent work experience (preferred).

Familiarity with one or more of the Evertz suite of products is strongly recommended.

Broadcast and/or Network Experience is an asset.

Ability to work in a fast-paced, dynamic environment with many changing priorities.

Self-motivated with the ability to take initiative in identifying and resolving problems independently.

Ability to travel internationally.

What We Offer

Employer funded benefits program

Competitive total compensation package

Work-life balance

Employee Assistance plan

Employee Discount Platform

Career progression

Casual work environment

Social events and sports teams

Location Burlington, Ontario

Hours Monday - Friday, 40 hours.

Vacancy This role has been created to support ongoing team growth

Salary Range $50,000. - $70,000. CAD per year, based on experience.

Evertz is committed to equal opportunity employment. Accommodations are available throughout the recruitment process for applicants with disabilities— please notify HR when scheduling your interview.

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